The bank's new retail banking director aims to focus on customer segments and needs.
Name: Vince Au Yoong
Bank: RHB Bank Berhad
Job Title: Director of Retail Banking
ABF: What makes you excited about your new position?
The new position will provide me the opportunity to make a positive difference to the customers and all stakeholders in the Bank.
ABF: What three goals are you focused on?
The top 3 goals I am focused on are:
(1) grow market share;
(2) improve operational efficiency & customer engagement, and
(3) build a team of capable leaders in the retail bank
ABF: What will you do differently in this position?
Focus on customers segments/needs vs. product-pushing. We are already leaders in certain products in retail banking. The future is about understanding customer segments' needs and addressing their financial needs in a holistic manner.
ABF: What changes are you planning for?
Strategic direction and platform. The focus will be on growing customer segments and improving processes and operating platforms to serve their financial needs.
ABF: What are your key business philosophies?
We will provide high quality & innovative financial products to our customers; our processes will be customer-focused, with transparency & simplicity; our staff will be dynamic & professional; all stakeholders will be treated with respect and we will conduct ourselves with the highest level of integrity.
ABF: What previous positions prepared you for this one and how?
I had worked in a variety of positions, from front line to back office of banks, non-banks & financial institutions previously, which help me understand the challenges of the various working levels.
I had worked in various areas such as sales & marketing, credit & collections, operations, risk management, which help me understand the consumer finance business end-to-end.
I had also held various leadership positions (e.g. Division Head, Business Head, Country Head, Chief Executive Officer) previously - which experiences will assist me in doing a better job. I had also worked in different countries and experience different cultures - which will help me have a better understanding of 'diversity'.
ABF: Anything else you'd like to add?
I am result-oriented, focused and have people's welfare at heart. I believe the best results will be achieved when the people and I are totally aligned on the common goals of the organization. Both the values of the individuals and the organization must be aligned to get the best results.
Do you know more about this story? Contact us anonymously through this link.